CN115714833A - A call center system for real estate - Google Patents

Abstract

The invention discloses a call center system for property, which relates to the field of property service equipment and comprises a triggering end, a call center and a call center, wherein the triggering end is used for responding to a call request triggered by a visitor and sending the call request carrying service parameters to the call center; the call center terminal is used for receiving the call request, generating call information, sending the call information to the response terminal, receiving feedback operation of the response terminal, and judging whether to establish a call relation or send control operation based on the feedback operation; and the response end is used for receiving the call information sent by the call center, and sending the feedback operation and/or the control operation to the call center end after responding to the feedback operation and/or the control operation triggered by the owner. The invention can be freely accessed to the call center end, is used for solving the communication among various call channels and different devices in the existing property management, and reduces the butt joint of other applications and the coupling degree of call service business through the unified management of the call center.

Description

A call center system for real estate

technical field

The invention relates to a call system, in particular to a call center system for property.

Background technique

A call center in the traditional sense refers to a call response center that focuses on telephone access, providing customers with various telephone response services. In recent years, the concept of a call center has been extended to a multi-channel "multimedia interaction center", such as call services between different devices and channels in the smart community industry.

In order to quickly respond to property repairs or complaints and solve urgent living problems of the property, it is imperative to introduce information management into community property management. The construction of a property call center platform can provide a convenient and fast way for owners to report for repairs, pay fees, customer complaints, and call visitors. However, the existing working mode of the property call center cannot well meet the needs of today's life scenarios, mainly in the following areas:

First, the issue of epidemic prevention safety. The traditional calling method will cause indirect contact, which is prone to infection. A device may be used by many people, and these people cannot guarantee absolute safety, which is likely to increase the chance of infection.

Second, the calling method is single, heavily dependent on hardware equipment calling. If the equipment is damaged, there will be no other options to make a call, which will make the community users at a loss; and the way people treat things now will also expect diversity, and whether it meets the expectations of users is also a test of a software Reasonably important; thus traditional call methods have significant limitations.

Third, call limitation. The caller is limited and can only be limited to the owner. In some emergency situations, the property cannot be notified by calling, causing safety or other losses. The location of the call is restricted. In certain scenarios, the caller and receiver are restricted by the location and cannot answer calls from visiting customers. Traditional calls can only call the equipment in the room, and the call effect cannot be achieved if the owner is not at home; the call must be made through the equipment downstairs, and the demand cannot be realized if the owner is not near the equipment.

Based on the above problems, there is an urgent need for an intelligent call center system for properties.

Contents of the invention

The technical problem to be solved by the present invention is to provide a call center system for real estate with various calling methods and high security.

The technical solution adopted by the present invention to solve its technical problems is: the call center system for property, including

The trigger terminal is used to respond to the call request triggered by the visitor, and send the call request carrying business parameters to the call center;

The call center terminal is used to receive call requests and generate call information, send call information to the response terminal and receive feedback operations from the response terminal, and judge whether to create a call relationship or send control operations based on the feedback operations;

The response terminal is used to receive the call information sent by the call center, and send the feedback operation and/or control operation to the call center terminal after responding to the feedback operation and/or control operation triggered by the owner.

Further, the feedback operation includes agreeing or refusing to establish a call relationship; the control operation includes issuing control instructions for door opening and elevator control.

Further, the triggering end includes an access control end, and the access control end responds to a call request triggered by a visitor, and sends the call request carrying service parameters to the call center.

Further, the responding end includes a third-party cloud and a third-party terminal; wherein,

The third-party cloud receives the call information sent by the call center, and sends the call information to a third-party terminal;

After the third-party terminal responds to the feedback operation and/or control operation triggered by the owner, it uses the third-party cloud to send the feedback operation and/or control operation to the call center terminal.

Further, the third-party cloud is Baidu Cloud, and the third-party terminal is a Xiaodu terminal.

Further, the call center terminal also includes,

It is used to return the call information generated by verification and authorization to the trigger end, and receive the conversation room created by the trigger end based on the call information and send the conversation room to the call center end.

Further, the responding end includes an App end; the responding end also includes,

It is used to receive the session room information sent by the call center, reject or agree and enter the session room to establish a call relationship.

Further, the trigger end includes a device end and an applet end;

The applet responds to the call request triggered by the visitor, and sends the call request carrying the service parameters to the call center;

The device end is used to receive the control operation triggered by the owner and sent by the call center end, and to control the action of the device.

Further, the call center terminal also includes,

It is used to return the call information generated by verification and authorization to the trigger end, and receive the conversation room created by the trigger end based on the call information and send the conversation room to the call center end.

Further, the responding end includes an App end; the responding end also includes,

It is used to receive the session room information sent by the call center, reject or agree and enter the session room to establish a call relationship.

The present invention is used in the call center system of the property, which can be freely connected to the call center terminal, and is used to solve the communication between various call channels and different devices in the existing property management, and reduce the docking of other applications through the unified management of the call center , to reduce the coupling degree of call service business. Based on the access of the call center terminal, services such as efficient and complete hardware call service, agent call service, telephone transfer service, active call, and small call are now available. The present invention has various calling methods and high security.

Description of drawings

The present invention will be further described below in conjunction with accompanying drawing and embodiment, in the accompanying drawing:

Fig. 1 is the structural representation of the call center system that the embodiment of the present invention is used in property;

Fig. 2 is the flowchart of the first embodiment of the call center system used in the embodiment of the present invention;

Fig. 3 is the flowchart of the second embodiment of the call center system used in the embodiment of the present invention;

Fig. 4 is the flow chart of the third embodiment of the call center system used in the embodiment of the present invention;

Fig. 5 is the overall business flow chart of the call center system used for the property according to the embodiment of the present invention;

Fig. 6 is the RTC interaction process of the call center end of the call center system for the property according to the embodiment of the present invention;

Fig. 7 is a flow chart of call interaction for the call center system of the real estate according to the embodiment of the present invention.

Detailed ways

In order to have a clearer understanding of the technical features, purposes and effects of the present invention, the specific implementation manners of the present invention will now be described in detail with reference to the accompanying drawings.

As shown in Figure 1, the call center system for the property includes

The trigger terminal is used to respond to the call request triggered by the visitor, and send the call request carrying business parameters to the call center;

The call center terminal is used to receive call requests and generate call information, send call information to the response terminal and receive feedback operations from the response terminal, and judge whether to create a call relationship or send control operations based on the feedback operations;

The response terminal is used to receive the call information sent by the call center, and send the feedback operation and/or control operation to the call center terminal after responding to the feedback operation and/or control operation triggered by the owner.

Referring to FIG. 2 together, in this embodiment, the triggering end includes an access control end, and the access control end responds to a call request triggered by a visitor, and sends the call request carrying service parameters to the call center.

The response end includes a third-party cloud and a third-party terminal; among them,

The third-party cloud receives the call information sent by the call center and sends the call information to the third-party terminal;

After the third-party terminal responds to the feedback operation and/or control operation triggered by the owner, it uses the third-party cloud to send the feedback operation and/or control operation to the call center terminal.

The third-party cloud is Baidu Cloud, and the third-party terminal is Xiaodu terminal.

Referring to Fig. 3 together, in embodiment 2, the call center terminal also includes,

It is used to return the call information generated by verification and authorization to the trigger end, and receive the conversation room created by the trigger end based on the call information and send the conversation room to the call center end.

The response end includes the App end; the response end also includes,

It is used to receive the session room information sent by the call center, reject or agree and enter the session room to establish a call relationship.

As shown in Figure 4, in Embodiment 3, the trigger end includes a device end and an applet end;

The applet responds to the call request triggered by the visitor, and sends the call request carrying business parameters to the call center;

The device side is used to receive the control operation triggered by the owner based on the call center side, and to control the device action.

The call center side also includes,

It is used to return the call information generated by verification and authorization to the trigger end, and receive the conversation room created by the trigger end based on the call information and send the conversation room to the call center end.

The response end includes the App end; the response end also includes,

It is used to receive the session room information sent by the call center, reject or agree and enter the session room to establish a call relationship.

Refer to Figure 5-7 together. The language, video call, online meeting and other functions provided by this system are mainly realized by using RTC real-time audio and video communication as the underlying supporting technology. Its biggest advantage is low delay and no lag; it cooperates with IM/message Push to achieve the effect of pushing messages, such as: language chat, audio and video notifications and other messages.

Among the RTC technical solutions, the most representative one is WebRTC at present, and the implementation of the RTC server can adopt the self-built server and adaptation, or choose the professional RTC technical service platform provided by the market. The call center of this system currently only does RTC The access work is based on the common room communication mode on the market, and relying on WebRTC's own characteristics such as low latency, less traffic, and good performance, it can quickly access and build an enterprise call center system.

The call center terminal has carried out a very comprehensive and thoughtful design for the integration of RTC and push capabilities, and supports the docking of multiple RTC client platforms. Figure 6 shows the call center RTC interaction process. Developers only need to pay attention to their own business during the docking process. It only takes a few lines of code to realize the call + push function,

Considering the diversity of terminals in the process of property management, the call center terminal is also fully compatible with all kinds of mainstream terminal devices in the market in terms of coverage platforms, including IOS, Android, Web, Windows, MacOS, Diandu cloud devices, etc., and Support multi-terminal calling methods, including device calling device, device calling mobile phone, and mobile phone calling PC.

With the acceleration of the Internet and the intelligentization of equipment, the communication between equipment and mobile phones has become more and more common. The trend of industrialization is becoming more and more industrialized. For example, in business scenarios such as the cloud agent system and customer service system of the property, it is inevitable to connect the calling function. From a technical point of view, our calling and outgoing calls are unified public interfaces, but only for Different receiving clients use different message push methods. For example, hardware|PC uses RabbitMQ to solve custom business and message push, and is compatible with multiple language access, providing a reliable message delivery mode (Confirm) to ensure data If it is not lost, the APP uses IM or other message push forms.

The call forwarding function is aimed at customer service calls, equipment calling the owner's mobile phone number and other business functions. In order to keep the user's mobile phone number confidential, the system builds its own telephone switch MX60E equipment, a highly available voice access gateway, and adopts the standard SIP protocol to provide flexible and diverse services. The advanced access method can meet the needs of high-traffic calls, and supports dozens of office phone functions, including call forwarding, call forwarding, and three-way calling.

The property management call center solution provided by this system is used to solve the communication between various call channels and different devices in the existing property management. Through the unified management of the call center terminal, it can reduce the docking of other applications and reduce the call service business. Coupling.

Based on the access of the call center, efficient and complete hardware call service, agent call service, call forwarding service, active call, small call and other services have been built. Unified standardization of the developer's call function for each business, no need to pay attention to the call, only need to pay attention to the business itself after the call.

Claims (10)

1. A call center system for property, comprising

The triggering end is used for responding to the calling request triggered by the visitor and sending the calling request carrying the service parameters to the calling center;

the call center terminal is used for receiving the call request, generating call information, sending the call information to the response terminal, receiving feedback operation of the response terminal, and judging whether to establish a call relation or send control operation based on the feedback operation;

and the response end is used for receiving the calling information sent by the calling center, and sending the feedback operation and/or the control operation to the calling center end after responding to the feedback operation and/or the control operation triggered by the owner.

2. The call center system for property of claim 1, wherein the feedback operation comprises an agreement or a rejection to establish a call relationship; the control operation comprises giving control instructions for opening the door and controlling the elevator.

3. The call center system for property of claim 2, wherein the trigger terminal comprises an access control terminal, and the access control terminal responds to a call request triggered by a visitor and sends the call request carrying service parameters to the call center.

4. The call center system for property of claim 3, wherein the responding end comprises a third party cloud and a third party terminal; wherein,

the third party cloud receives call information sent by the call center and sends the call information to the third party terminal;

and after responding to feedback operation and/or control operation triggered by the owner, the third-party terminal sends the feedback operation and/or the control operation to the call center terminal by utilizing the third-party cloud terminal.

5. The call center system for property of claim 4, wherein the third party cloud is a hundredth cloud and the third party terminal is a mini terminal.

6. The call center system for property of claim 2, wherein the call center end further comprises,

the system is used for returning the call information generated by the verified authorization to the trigger terminal, receiving a conversation room created by the trigger terminal based on the call information and sending the conversation room to the call center terminal.

7. The call center system for property of claim 6, wherein the response side comprises an App side; the response end also comprises a response end which comprises,

the system is used for receiving the conversation room information sent by the call center terminal, rejecting or agreeing to enter the conversation room and establishing a call relation.

8. The call center system for property of claim 2 wherein the trigger side comprises an equipment side and an applet side;

the small program end responds to a call request triggered by a visitor and sends the call request carrying service parameters to a call center;

the equipment terminal is used for receiving control operation which is sent by the call center terminal and triggered by the owner, and is used for controlling equipment action.

9. The call center system for property of claim 8, wherein the call center end further comprises,

the system is used for returning the call information generated by the verified authorization to the trigger terminal, receiving a conversation room created by the trigger terminal based on the call information and sending the conversation room to the call center terminal.

10. The call center system for property of claim 9, wherein the responding end comprises an App end; the response end also comprises a response end which comprises,

the system is used for receiving the conversation room information sent by the call center terminal, rejecting or agreeing to enter the conversation room and establishing a call relation.

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